Otimo Reviews 131

Reply from Otimo

Apr 20, 2023

We are sorry to hear that you are not satisfied with our service. We understand your concerns about the terms and conditions and want to clarify that the 14 day grace period is there for your benefit, to allow you to cancel and receive a full refund if needed. We take pride in always adhering to this policy and have refunded any learners who have requested it within this time frame. We always abide by the 14 day grace period and conduct ourselves properly, so we will take this accusation very seriously and I will follow it up with the team. However, we cannot find any of your details on our system, so please do get in touch so we know where things might have gone wrong.

In regards to the lack of contact information, we apologize for any confusion. We always provide lines of communication to our customers, as explained in all confirmation texts and emails. You can contact us on text or email, and we will do our best to respond as soon as possible. We understand that communication is important and want to ensure that all our learners have a positive experience with our service.

We want to assure you that we take full responsibility for our service and are committed to resolving any issues that may arise. If you have any further concerns or would like to request a refund, please email brooke@weareotimo.com and we will process it as soon as possible.

Thank you for bringing this to our attention, and we hope to have the opportunity to improve your experience in the future.

Reply from Otimo

Apr 20, 2023

Thank you for your feedback, we really do appreciate it. I am glad that we were able to find you an instructor in a short period of time. Finding an instructor can be stressful and we are happy we have been able to make this process easier for you.

We are also thrilled to hear that you passed your exam, even if it was on the second attempt. Passing a driving exam is a big accomplishment and we are happy to have played a part in helping you achieve this goal.

Thank you so much again for taking the time to leave this review and we wish you all the best with your driving.

Reply from Otimo

Updated Apr 17, 2023

We are sorry to hear about the negative experience you had with our company. We understand that you were on our priority list since November last year and had paid a deposit, but we were not able to get you started as soon as we had hoped due to the backlog caused by Covid in your area.
The waiting times for lessons across the UK are around 3-4 months and we do try our best to get our learners booked within around 3-4 weeks. Sometimes this can change due to the learners availability also.
We apologize for any inconvenience this has caused and understand your frustration. We did ask if it would be possible for you to change your test date, which would have been possible without any extra fees, but we understand that this was not a desirable option for you.
In response to your dissatisfaction, we have already issued a full refund for the deposit on the 6th march as soon as we had knowledge that you wanted a refund. We appreciate your feedback and are always looking for ways to improve our services to our customers. We apologize for any inconvenience caused and hope that we can assist you in the future.
If you have any further concerns, please do not hesitate to contact us.

Reply from Otimo

Apr 20, 2023

We are sorry to hear about the experience your daughter had with our company. We apologize for any inconvenience caused by the lack of communication from our side. We understand that it is important to keep our clients informed at all times.

We also apologize for any difficulty in finding an instructor for your daughter due to the Covid backlog in the area. Our instructors have been very busy, and sometimes it is not always possible to match students with instructors as quickly as we would like.

We have resolved the issue as soon as it was brought to our attention. We refunded your daughters reservation fee on the 3rd March, and we appreciate your understanding of the situation. We understand how important it is to be compassionate during such situations and we assure you that we have taken measures to prevent such situations from happening in the future.

Once again, we apologize for the inconvenience caused and appreciate your feedback. We strive to improve our services to ensure our clients receive the best experience possible. We hope that your daughter will consider us again in the future.

If you have any further concerns or queries, please do not hesitate to contact us.

Reply from Otimo

Updated Feb 21, 2023

Hi Carmen,

I hope you are well.

Sorry to hear that you are annoyed about the efficiency of our service. However, you paid 3 weeks ago. In all of our communications, we aim to get people booked in within 3-4 weeks to manage expectations. In some instances, it may take slightly longer due to learner availability not matching with our instructors, but in most instances we can get people booked in a lot faster. There are still huge learner backlogs all over the country due to 2 years worth of disruptions and lockdowns hence why in some areas the service we provide cannot be as instantaneous as we would like. This is, annoyingly, out of our control.

I can appreciate that your test is on the March 9th, but we cannot control instructor availability to get you started with lessons at the drop of a hat, I’m afraid. Furthermore, we advise all learners, as would every single instructor in the country, to have their instructor organised and in place before arranging a test. That way issues like this do not arise due to such little time to get the learner sorted.

As for the response to your email, you emailed us at 9pm last night and this review doesn’t really seem entirely fair. We are a company with a small team working in a very disrupted industry from the backlashes of COVID. A bit of patience and understanding would have been appreciated. Additionally, you messaged one of our team on a Saturday. I can appreciate you would like updates - which we have been sending you regularly, incidentally, but to message a personal work number on the weekend won’t warrant a rapid response. I hope you can understand. Our support email, however, is always on hand and we would have responded to you a lot faster - just like we would have replied to your email from last night this morning.

Your refund will be processed immediately.
Sorry again for any confusion.

Reply from Otimo

Feb 3, 2023

Hi Jacob,

I hope you are well.

I fully understand your frustration and if you would have contacted our customer support team, we would have sorted all these issues and refunded you right away.

As stated, we had matched you to an instructor and then, unfortunately, said instructors’ availability could no longer allow you to start with them. Annoying, however, this is out of our control - the industry is still very tight on availability due to COVID and the ⅔ year backlog of learners. We then worked on getting you rematched ASAP on our priority list - admittedly it is a bad user experience for money to be held during this period but we have learnt our lesson on this one. We now refund the remaining course amount during this waiting period. Sorry again about this.

As I mentioned earlier, though, you have not once flagged this as an issue with our team. Nor have you got in contact with our team to get a refund. You had raised an issue with the payment provider you have used so, naturally, the process takes a bit longer to get a refund as there is a back-and-forth between ourselves and the payment provider to figure out what has happened. Had you emailed or texted us on the number we had been texting you on, we would have issued a refund right away.

As for the website, thank you for the feedback. We are aware of thew issues and we are currently in the process of having a big overhaul and update.

All the best on your driving journey and sorry again for any inconvenience caused,

Reply from Otimo

Dec 19, 2022

Hi Emilia,

I hope you are well.

I can only apologise for the delays in getting you started with your lessons. We do aim to get our learners booked in within 2-4 weeks, and indeed, in most cases we are able to get our learners matched and booked within a matter of days. Annoyingly. though, there are some areas where it is harder to get people booked in. As you can imagine, there are still backlogs and instructor shortages due to COVID and the lockdowns, which does make things tricky for us in some areas.

The average waiting time at the moment to get started with an instructor is around 3-4 months, but we always strive to massively reduce the waiting times for our learners. Unfortunately, in this case we were unable to deliver and I would like to apologise to you again.

I will refund the money you have paid but we will still work on getting you booked in free of charge.

All the best,
Team Otimo

Reply from Otimo

Dec 19, 2022

Hi Phil,

I hope you are well.

I fully understand your frustration and I can only apologise.

As you can imagine, there are still backlogs in some areas due to COVID and lockdowns, and there are not enough instructors to quickly deal with the built-up demand for lessons - hence the lack of slots that were available for you. I'm afraid some things are out of our control but I can fully appreciate your annoyance.

We will refund you but continue to work to get you booked in free of charge if that works for you?

All the best,
Team Otimo

Reply from Otimo

Dec 6, 2022

Hi Bogdan Ilie,

We're sorry this is happened. We would like to find out the reason this has happened and fix this situation for you. If you can send us an email to support@weareotimo.com - or call us on 07868 789686 we would be grateful.

Thank you

Reply from Otimo

Dec 12, 2022

Hi Gideon,

We're sorry for the negative experience you have had with us.

We have recently expanded our team and now are able to take inbound calls. We would love to talk this over with you, rectify this situation and see where we went wrong. Please feel free to give us a call at a convenient time on -07868789686

Reply from Otimo

Updated Nov 3, 2022

Hi Paul,

I am truly sorry for the bad experience you have had with Otimo. This is definitely below our usual standard and I totally understand your frustration.

I can fully appreciate that waiting 2 weeks after you have made full payment is unacceptable. I am unsure as to why your instructor has not been in touch as we have handed all relevant details onto them. We will follow this up with our instructor as we try and work with efficiency with constant communication. We had matched you with an instructor within 1 week, and our typical window is 48 hours for our learners to be contacted after full payment has been made, so things were running very nicely up until you had not been contacted, so this is a very poor reflection of our company. Again, I am really sorry for what has happened to you.

I will issue your refund right away.

I wish you all the best with your driving journey.